Customer Service Advisor

NEC Software Solutions; Tees Valley; On-site; GBP 40,000 - 60,000; Part time

Job summary

A technology solutions company in Tees Valley is seeking a part-time system administrator to support the Eligibility Services contract. The role involves processing applications and liaising with applicants, demanding strong attention to detail and excellent communication skills. Candidates will benefit from a comprehensive package including private medical cover and a pension scheme. Join us in creating impactful solutions.

Benefits

Private Medical Cover

25 days paid holiday

Group Pension Plan

Access to LinkedIn Learning

Qualifications

• Experience in contact/processing centre roles.
• Ability to process data accurately.
• Demonstrable track record of meeting operational targets.

Responsibilities

• Process applications and queries using the NEC interface.
• Liaise with applicants to verify information.
• Perform eligibility checks and ensure compliance with customer service standards.

Skills

Attention to detail

Excellent telephone manner

Excellent computer skills

Excellent communication skills

Organizational skills

Tools

Google Mail

Job description

Company Description: Come join us and make a difference in the world! Discover more at www.necsws.com. Note: NO AGENCIES PLEASE.

Job Description: This is a 7-month fixed term contract role working part-time 30 hours a week. Support delivery of our Eligibility Services contract work via online, telephone, and postal applications. Act as the first point of contact for applicants and system administrator for the NEC system to allow applications to be input and processed.

Responsibilities:

• Process applications, queries, and payments using the computerised NEC interface, ensuring professionalism in gathering data, sufficient and accurate data recording, and recording in a timely manner.
• Liaise with applicants to process information into the Northgate System.
• Undertake eligibility checks with the applicant, seeking information direct from the applicant and utilising additional computerised interfaces for confirmation.
• To fully understand the legislation and criteria involved in the various eligibility services.
• To comply with Processing Services Customer Charter when dealing with all incoming and outbound calls.
• To complete statistical information as instructed by the Service Manager.
• To act on requests for support regarding system access and used by the customer.
• To work as part of the team in achieving targets set by the Service Manager.
• Deal with and respond to enquiries from clients, citizens, and internal colleagues in a positive and professional manner.
• Share your knowledge with others to ensure continuity in your absence, ensuring handover is in place in advance of any planned absence.

Qualifications:

• Experience of contact/processing centre working.
• Experience of processing data with attention to detail and good accuracy.
• Excellent telephone manner.
• Knowledge of service centre processes, policies, and procedures, such as escalation procedures, service level agreements, and client service standards.
• Excellent computer skills.
• Excellent knowledge of Google Mail and its additional functions such as Google Drives, Google Forms, etc.
• Excellent communication and written skills with the ability to work confidently with customers and internal colleagues.
• Demonstrable track record of meeting and exceeding operational targets.
• Well organised.

Additional Information: We pride ourselves in offering an excellent benefits package, including an above-average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost).
• 25 days paid holiday with the option to buy/sell (FTE).
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost).
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%.
• A selection of flexible benefits to suit your individual needs.
• All colleagues get free access to LinkedIn Learning. Over 15,000 courses covering a huge breadth of subjects.

Other Information:

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, financial probity check, references, and occupational health checks.
• Depending on the nature of the role, a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us.

About Us: We’re NEC Software Solutions (part of global tech giant NEC Corporation). We help governments, hospitals, police forces, housing providers, local authorities, and more. We’d love your help, and we’ll support you all the way.